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Facili&es Management -‐ Extending Service Automa&on to Outside Contractors Mike Gordon Regional Facili&es Manager Einstein Noah
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Quick Agenda
• Einstein Noah Overview • The Importance of Service Automa&on
• Our Service Automa&on strategy and “stack” today
• How we use Service Automa&on today
• Where we are taking it – a vision for the future
• Ques&ons and discussion
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Einstein Noah Restaurant Group
• Largest U.S. operator of bagel bakeries • Fresh-‐baked goods, made-‐to-‐order sandwiches, crisp salads, gourmet coffee
• 3 brands, 855 restaurants, in 42 states
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Service Automa:on Is a BIG Part of Our Opera:onal Strategy
• Service levels have direct impact on customer experience (Brand Up&me)
• Service levels directly impact company revenue
• Opera&onal visibility is crucial • Service management is historically costly and inefficient
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Our Service Automa:on Challenge – Part 1
• Need an efficient way to do IT deployments across: – Local stores / establishments
– Corporate facili&es
• Responsible for diverse set of technology and services – Corporate purchased, and employee-‐owned equipment – Integra&ons – Service requests – Warranty repairs – Help desk
• Integrate with other systems – E.g., Facili&es services automa&on for external contractors
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Our Service Automa:on Challenge – Part 2
• The enormity of it all! -‐ 855 loca&ons na&onwide -‐ 2,000+ monthly work orders -‐ 200+ independent contractors -‐ 30+ trade special&es
• And they are asking me to: -‐ Reduce costs and improve service quality -‐ Ensure contractor compliance -‐ Minimize opera&onal risk -‐ Ensure brand preserva&on – all with 95% of the
work done by people NOT on our payroll
95%
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Our Service Automa:on ‘Stack’ – Mr. Inside + Mr. Outside
• Enterprise System of Record • Manage IT Service Requests • Analyze Services and Work Orders • Direct Internal Staff
Enterprise/IT Service Automa:on
• Find External Contractors • Manage FM Service Requests • Analyze Facili&es Program • Pay External Contractors • Automate Site Audits
Facili:es Management Service Automa:on
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Our Service Automa:on ‘Stack’ – Integra?on and Consistency
Enterprise/IT Service Automa:on
Facili:es Management Service Automa:on
Common/Shared
Business Rules Hierarchy
Approval Matrix Work Order Status
• Enterprise System of Record • Manage IT Service Requests • Analyze Services and Work Orders • Direct Internal Staff
• Find External Contractors • Manage FM Service Requests • Analyze Facili&es Program • Pay External Contractors • Automate Site Audits
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How I Use Service Automa:on Today – “It's All About the Data”
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Today – We Track Contractor Performance
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Today – We Help our Partners with Insights to their Business
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Soon – We will Track Historical Trends, and Highlight Immediate Concerns
Provide historical
context
Highlight issues that need aeen&on now
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Soon – We Will Compare Loca:on and Geography Performance Data
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Outlier regions
Soon – We Will Iden:fy and Review Outliers (Good and Bad)
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Soon – We Will Analyze Spend and Loca:on-‐Based Feedback
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Soon – We Will Gain Insights on Site Aging and Opera:onal Trade-‐Offs
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Complex data requests are fulfilled within one month.
<1/3 12% Data in organiza&ons is being used for analy&cs.
Simple data requests take a week or more to turn around.
52%
Not enough data Changes not fast enough
But TODAY, We Are Just Dealing With the Tip of the Iceberg!
Source: Forrester Research
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Our Vision – Where We Want to Take Service Automa:on
• Our approach as an industry should be to use data to make beeer decisions
– Descrip:ve Analy:cs so we can see historical data – Diagnos:c Analy:cs so we can understand why the data looks like it does – Predic:ve Analy:cs so we can prepare for the future – Prescrip:ve Analy:cs so we can make decisions with data introduced into the work flow
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Our Vision – What’s Next? Making our Service Automa:on data relevant to the bigger picture
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Top Takeaways
Service Automa&on Everywhere – Inside and Outside
Data and Analy&cs are the key
With (1) and (2) we can move from reac&ve to proac&ve
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Mike Gordon
Regional Facili<es Manager
Einstein Noah Restaurant Group
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